USA Staffing

Position Title: Program Specialist
Agency: Veterans Affairs, Inspector General
Announcement Number: 22-VAOIG-45-P Opens in new window
Open Period: Wednesday, January 5, 2022 to Wednesday, January 19, 2022

For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.

1. Do you claim Veterans’ Preference?

A. No, I do not claim Veterans' Preference

B. 0-point Sole Survivorship Preference (SSP)

C. 5-point preference based on active duty in the U.S. Armed Forces (TP)

D. 10-point preference for non-compensable disability or Purple Heart (XP)

E. 10-point preference based on a compensable service connected disability of at least 10% but less than 30% (CP)

F. 10 point preference based on widow/widower or parent of a deceased veteran, or spouse or parent of a disabled veteran (XP)

G. 10-point preference based on a compensable service connected disability of 30% or more (CPS)

2. Are you a surplus or displaced Federal employee eligible under the Career Transition Assistance Plan (CTAP)? Click CTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.

A. Yes

B. No

3. Are you a displaced Federal employee eligible under the Interagency Career Transition Assistance Plan (ICTAP)? Click ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.

A. Yes

B. No

2. Select the lowest grade you are willing to accept for this position.

4. Are you currently serving or have served in the last five years in a Political Appointment in the Federal Government?

A. Yes

B. No

5. As outlined in the vacancy announcement, you must submit a copy of your most recent completed annual performance appraisal which includes the final rating. If you have not submitted an appraisal meeting these requirements, you must explain why you are unable to do so. If you do not provide a copy of the performance appraisal, or a statement advising why it is unavailable, you will be removed from further consideration. Type "yes" in the text box below if you are providing a performance appraisal meeting the above requirements with your application. If you are unable to provide a performance appraisal with your application, please provide a reason in the text box below.

6. Would you like the opportunity to be considered for similar positions that require the same knowledge, skills and abilities?

A. Yes

B. No

For the GS-11 Specialized experience is one year of experience at the GS-9 level or equivalent that is directly related to the position as listed in this announcement which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position must include:
- Receiving complaints from internal or external stakeholders in regards to an agency's mission, goals, and objectives; AND
- Providing reports, correspondences and summaries to show findings.
OR
Ph.D. or equivalent doctoral degree; OR
3 full years of progressively higher level graduate education leading to such a degree; OR LL.M., if related.
OR
You may qualify on a combination of education and experience: This is creditable providing the combination consists of 100% of the requirement. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education. (Attach a copy of transcripts to ensure you receive proper credit).

1. Select the choice that best describes your specialized experience.

A. I am qualified at the GS-11 level because I have one year of GS-09 level experience which has equipped me with the particular knowledge, skills, and abilities to successfully perform the duties of the position.

B. I am qualified at the GS-11 level because I have completed 3 full academic years of progressively higher graduate level education or LL.M., or Ph.D. (Attach a copy of transcript(s) or a list of college courses designating semester or quarter hours earned to ensure proper credit.)

C. I am qualified at the GS-11 level because I have an equivalent combination of the above-defined education and experience which has equipped me with the particular knowledge, skills, and abilities to successfully perform the duties of the position. (Attach a copy of transcript(s) or a list of college courses designating semester or quarter hours earned to ensure proper credit.).

D. I am not qualified for the GS-11 level because I do not meet any of the above education or combination of education and experience statements.

For the GS-12 Specialized experience is one year of experience at the GS-11 level or equivalent that is directly related to the position as listed in this announcement which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position must include:
- Receiving and reviewing complaints from internal or external stakeholders in regards to an agency's mission, goals, and objectives; AND
- Analyzing complaints and making appropriate referrals in regards to an agency's mission, goals, and objectives; AND
- Providing reports, correspondence and summaries to show findings

2. Select the choice the best describes your specialized experience.

A. I am qualified at the GS-12 level because I have one year or more of GS-11 level or equivalent experience as described above which has equipped me with the particular knowledge, skills, and abilities to successfully perform the duties of the position.

B. I do not have one full year of specialized experience equivalent to the definition as described above.

3. Please select all of the responses that accurately describe your experience communicating orally.

A. I have briefed high-level organizational officials, on the receiving, referring, handing, and resolution of complaints

B. I have handled callers who are frequently distraught, hostile, or abusive

C. I have conducted training of new team members or peers

D. I have discussed and explained material that was often sensitive in nature

E. None of the above

4. Choose the statement(s) that describe your interpersonal communication skills.

A. I have dealt with individuals who were difficult, hostile, or distressed

B. I have had working relationships with co-workers, supervisors, and high level management

C. I have identified and responded to critical events with diplomacy and action

D. I have negotiated with others to reach agreement, settlement, consensus, compliance, or a solution during calls

E. None of the above

5. To ensure you receive proper credit, please list where this experience is clearly documented in your resume.

6. From the list below, select all of the following documents, that are sensitive and/or controversial in nature, that you have prepared for a wide range of individuals both within and outside of an organization:

A. E-mails

B. Transmittal memos

C. Reports

D. Briefing papers

E. Complex studies

F. Policy guidance

G. Formal correspondence

H. Speeches

I. Testimony

J. None of the above

7. From the following list, please select all of the activities with which you have had experience. The statements you are selecting need to be justified and documented in your resume.

A. I have led and developed call order processing activities

B. I have researched best practices and developed customer satisfaction improvements and enhancements

C. I have developed processes and procedures for call order activities and implemented improvements

D. I have evaluated calls, identifying trends, and providing feedback on call center agent performance

E. I have conducted research to respond to customer inquiries, problems and complaints that have been elevated to government agencies, public officials and executives

F. None of the above

8. I have experience with the following in order to apply new research avenues and methodologies:

A. Collecting information from a variety of sources and evaluating the information’s relevance and significance

B. Anticipating and identifying information needs

C. Comparing/contrasting information from several different sources

D. Using secondary/indirect sources to recognize and fill gaps in information

E. Analyzing data and projecting estimates of future situations

F. None of the above

9. Please select all types of complaints you have experience with:

A. Government and Congressional officials

B. The general public

C. Agency

D. None of the above

10. Please select all steps you have experience taking in dealing with complaints:

A. Intake

B. Review

C. Resolution

D. Following through

E. None of the above

11. Please select the type(s) of allegations subjects that your complaint experience is related to:

A. Fraud

B. Other criminal violations

C. Healthcare

D. Eligibility for Federal benefits

E. Federal procurement

F. Federal finance and accounting

G. Federal civilian human resources management

H. None of the above

12. To ensure you receive proper credit, please list where this experience is clearly documented in your resume.

13. Select all of the responses that describe your experience:

A. Identifying/reporting complaints in particular programs/facilities/issues

B. Determining resource requirements

C. Determining short or long term goals and/or strategies

D. Coordinating with other organizations or parts of an organization to accomplish goals

E. Monitoring progress and evaluating outcomes

F. None of the above

14. To ensure you receive proper credit, please list where this experience is clearly documented in your resume.

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